Dell complaints

[Pukely You]

I've worked with Dell consumer marketing. I've been in the business a long time. These are some of the butt stupidest folks on God's beautiful earth.

[paul_dellcc]

[parkrapids041757]

If you are referring to the customers then your just the person I'm looking for. I have been in sales, marketing and customer service since 1976 and you get what you advertise for. Dell paints a picture of a support and customer service system that will bend over backwards to help you. These people that 'don't have a clue' are the ones that Dell targets.

You want smarter customers? Build an excellent product, support it like a big multinational corporation can and treat these people for what they are-- your bread and butter. Dell cannot survive in the "hardcore" users marketplace. It just doesn't build that strong a product and they can no longer break free of their poor service nightmare reputation. Dell needs the first time and casual user. So stop biting the hand that feeds you and take care of YOUR ready to order customers.

Now on the other hand if you are referring to the emplyees at Dell you are still wrong. These employees get painted as the bad guys. Most service agents are hired on the cheap overseas and are not taught 'AMERICAN ENGLISH'. The customer, many of whom just happen to be American, can't understand them and you can't make progress in a support call when you can't communicate. The customer is both frustrated and in many cases 'furious' now and hates both Dell and India, and people from India. And Indian food and culture. And the Cleveland Indians. We Americans do that sometimes.

Of those support people based in the US-- if there are any left-- most are trained in the nuances of handling a customer properly to insure repeat business. These poor service people in India, Indonesia and where ever can barely conquer english as a second language-- much less 'AMERICAN ENGLISH'. We are all aware American consumers can be demanding-- not as bad as others-- but that's another story. In the many cases of 'Dell Abuse' the bad results are a TOTAL misunderstanding or perversion of the concept and function of customer service by Dell management.

I've bought four systems from Dell over the years and ordered many more for family members and friends that wanted a Dell because I liked mine so much. I won't even go over my Dell horror stories. I'm sorry to say we all have them.

My final conclusion is that Dell is no longer able or is unwilling to handle all the customers it has drawn to itself. The reasons that Dell became so popular are now long gone and service has been replaced with bots, auto-replies, hold times and "accidently" dropped calls. They have too many product lines, too many models, support that is completely overwhelmed and designed that way for financial gain, too many replacement parts that can only be had through Dell, too many rules without exception and quite frankly too many stock holders to please.

My future purchases of computers and computer equipment will be with whatever company I can find with quality ratings in BOTH product and service. If that means I pay more money then so be it. I rely on my computer these days far too much to be hamstrung by any more giant corporations. Customer service at Dell is as bad or worst then Microsoft. And that says one helluva lot. I won't miss them.

There, I feel much better now. I have these Dell flashbacks every once in a while.
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former Dell lover, got screwed over twice and now see the light!